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Description

Working for the City of Burlington

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Location

This position is required to work in person at City Hall. This position is eligible for a hybrid work arrangement. Work location is subject to change at the discretion of the City due to operational demands. This position will involve occasional overtime and on-call work and travel between sites and/or City facilities. You must provide your own transportation.

Position Overview

Using a customer centered approach; the Technical Support Analyst position is responsible for implementing end user IT equipment. Reporting to the Service Desk Coordinator, this position also provides day-to-day technical support (IT Help Desk) and end-user training.

Responsibilities

The Technical Support Analyst’s major responsibilities include:

• Implementing and supporting end-user technology that includes personal computers, desktop software, mobile devices, telephone sets, printers and other peripherals.
• Training and educating City staff on standard IT policies, procedures and guidelines as well as on effective use of end-user technology.
• Providing Help Desk services including both common network troubleshooting and administration and basic enterprise application support.
• Providing knowledge transfer and training to new Technical Support Analysts (TSA) and students.
• Documenting technical configurations and changes. Recording Help Desk incident and request details into the City’s ticketing system for reporting and analysis purposes and to maintain a knowledgebase of service history and common solutions.
• Troubleshoot and supporting Apple iOS devices such as iPhones and iPads.
• Procuring desktop hardware and software in accordance with corporate and departmental procurement by-laws, policies and procedures.
• Maintaining an accurate inventory of end-user equipment and software licenses.
• Ensuring all software loaded on City computers is legal and approved.

Requirements

You hold a college diploma with specialization in Information and Communications Technology and have three (3) years of job experience providing help desk support and implementing and troubleshooting end-user IT equipment. Hardware experience implementing and repairing desktop computers and peripherals is required. Experience using, installing and troubleshooting Microsoft Office 365, Office 2016 applications, and Windows 10 is required. Experience with Apple IoS and Apple mobile devices is required, and Android O/S and device experience would be an asset. Additionally, certification in Information Technology Infrastructure Library (ITIL) would be an asset.

You have strong time management, attention to detail and prioritization skills to accurately respond to urgent requests in an appropriate manner. Good communication and customer services skills are a must. You demonstrate the ability to work both independently and in a team.

Accommodations

In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: [email protected] if you require accommodation to ensure your equal participation in the recruitment and selection process.